The Companies with the Worst Hold Times?

That’s 4 telecommunication companies within the top 10. What do they all have in common? They are all billion dollar companies that are unable to answer every call that comes through to customer support.

How to Improve the Quality of Calls

Whether calls are coming from a Google Listing or other source, improving the customer experience by adding quality or value to on-hold messages can positively impact the following metrics: sales, customer satisfaction, and abandoned calls.

Use hold times to provide informational messages about current promotions and offerings.

For example, a restaurant owner may choose the following message to influence visits and buying decisions:

“Get our game day specials, and Save 20% in-store or online with code “GAMEDAY20” when you order a large two-topping pizza and 24 traditional or boneless wings. When it’s half-time, and the crowd is hungry…Go for the win with a large pizza and your favorite gameday wings from Pizzeria.”

This message provides much more value to a customer who is waiting on the line, and provides opportunity to save money whether they choose to purchase in-store or online.